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Guest Services Representative

2 months ago

Orlando, Florida, United States Hilton Garden Inn Lake Buena Vista Full time

Position Overview:
As a key member of our hospitality team, you will assist guests during their arrival and departure, ensuring a memorable experience at our establishment.

Key Responsibilities:

  • Welcome guests warmly, utilizing a friendly demeanor and clear communication to address inquiries and provide information about hotel amenities and local attractions.
  • Facilitate the check-in process by accurately entering and retrieving guest information in our system, confirming details such as the number of occupants and room rates. Promote our brand initiatives and ensure room assignments meet guest preferences.
  • Process credit card transactions and manage cash handling, ensuring accuracy in financial dealings. Accept various forms of payment and manage foreign currency exchanges as necessary.
  • Respond promptly to phone inquiries, documenting messages and ensuring timely communication with guests regarding their requests.
  • Handle guest check-outs efficiently, confirming satisfaction and addressing any concerns that may arise, while negotiating resolutions when necessary.
  • Manage guest complaints with a focus on thorough investigation and effective problem-solving, ensuring a positive outcome.
  • Maintain composure during busy periods and emergency situations, demonstrating sound judgment and effective decision-making.
  • Adhere to attendance policies and maintain a consistent work schedule.
  • Perform additional duties as assigned to support hotel operations.

Qualifications:

  • High school diploma or equivalent required; a college degree is preferred.
  • Previous experience in the hospitality industry is advantageous.
  • Proficient in basic mathematical calculations and comfortable using a calculator.
  • Strong interpersonal skills to effectively interact with guests and resolve conflicts with patience and diplomacy.
  • Ability to remain mobile throughout the front office and perform essential job functions consistently.
  • Competent in utilizing a computer system for data entry and information retrieval.
  • Adept at recognizing signs of emergency situations and responding appropriately.
  • Capable of fostering positive working relationships with colleagues and guests.
  • Excellent verbal and written communication skills, with the ability to adapt messaging for various audiences.

Benefits:
We are dedicated to providing a comprehensive benefits package that supports your overall well-being, including:

  • Competitive medical, dental, and vision insurance options.
  • Generous vacation, sick leave, and holiday policies.
  • Access to pet insurance and various financial wellness programs.
  • 401(k) retirement plan with employer matching contributions.
  • Flexible pay options through partnerships that allow you to access your earnings as needed.

We are an equal opportunity employer, welcoming applicants from diverse backgrounds and experiences.